I am a graduate of Bachelor of Science in Management Accounting with 2 years of experience in Inventory Management, Payroll Specialist, and Accounts Payable Management. Furthermore, I have 14 years of expertise in the field of Customer Service, Sales, and Team Management which includes the following:
- Assisted customers in booking a hotel reservation within cities in the US, Canada,
- Asia Pacific, and Caribbean Islands.
- Assisted customers in checking for room availabilities and quoting the prices provided by the website
- Assisted customers in placing a hotel reservation on our website and provided the itineraries of the reservation
- Assisted customers’ needs and added further assistance for any concerns regarding their reservation
- Transferred calls to the customer service department and other related departments as needed.
- Responsible for Direct Supervision of Customer Service Agents
- Monitored and Coached agents to have quality scores and attain client goals to better their overall performance
- Managed and led teams while managing staffing requirements and queues as needed.
- Reviewed agents' recorded calls, chat, or email transcripts to check quality customer service and provide coaching opportunities or determine behavior for improvement
- Reviewed agent’s KPIs and identified behaviors affecting their performance
- Assisted agents in answering customers’ queries on pre and post-booking concerns
- Floor support as needed
- Assisted clients (US) in reviewing reports as needed
- Did tasks as assigned by the Managers
I have been an online IELTS and ESL Instructor. I helped students achieve their target scores in IESOL(Language Cert) and IELTS Speaking and provided constructive feedback to help students enhance their language skills.
Moreover, I can do basic tasks like Data Entry with the use of Google Docs and spreadsheets, Manage Dropbox, Google Drive, and Setting Appointments with internal and external clients through E-mails.
In addition, I have an interest in doing basic voice and audio recording jobs because this is one of my hobbies especially when I read books or articles that I find educational and fascinating.
I am a Team Player, Hardworking, Fast Learner, Exciting to work with, Passionate, and Eager to learn new things. I can communicate well in the English Language to ensure Good and Quality Service.
I can be very useful in your team since my main objective for my clients is to give Outstanding Results, Long Term Relationships, and Professionalism and Leave them 100% satisfied with my work.
